Optimize Your Customer Support with the Msp Sales Process for Customer Support

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hey how are you guys it is Harrison Baron from growthgenerators.com now in this video I want to talk about what the actual MSP business model is and I am cutting out all of the fat Bare Bones what does an MSP actually do how does it help businesses and ultimately how do you as the MSP business owner make money I'm diving in all of that in this video before I get into it I do want to mention two quick things number one I do have a master class there is a link down below It's usually the first link in there I give five ways to make significantly more money although it is getting a massive overhaul probably in the next couple weeks it's still coming I promise you but I'm mentioning it in every video I have gotten fantastic feedback I don't care if you are a veteran of the industry just getting started or you're a salesperson for another company it is worth going through I promise you that you're going to get a ton of value out of that number two a lot of people keep commenting on what are helpful videos I put all of that information in the video description so underneath that Master Class you're going to see tons and tons of information regarding other videos worksheets handouts the whole nine it's all there to help accelerate it and videos that support worksheets worksheets that support videos it's all in there I don't do it for my health I do it because I love you guys I appreciate you guys always checking in on these videos so first what is an MSP and essentially an MSP is a high tier IT company that's all it really is at the core of it now there are people in the industry that want to get super technical with it but a managed service provider is simply an outsourced I.T company and the best way I can explain it is think of Geek Squad on steroids now I know before anybody throws a fit I understand Geek Squad but and they're great for consumers but an MSP is for a business and they are doing what I would consider Proactive or the world would consider proactive I.T services and I'm going to get into that but I just want to paint the picture of what an MSP is and the way and the reason why I said Geek Squad on steroids is because sometimes you're going to run into clients that really don't know what an MSP actually is and that has been in my opinion and expert expertise and experience a lot of x's the simplest way to explain to somebody because they know that the billion dollar company what those guys in blue or now black I think do so when I say that they immediately know oh okay so you guys are just gonna help me on my business instead of my my home and whatever personal stuff I have that is at the core what an MSP is it is a high tier I.T company that provides proactive everything now let's talk about the services right we got to dive into number two and what services doesn't or do msps actually provide now every MSP is going to be different I'm not going to lie there every MSP is every business owner is going to do something a little bit differently but right off the bat we have Network management and monitoring data and backup and Recovery Security Services cloud services and management help desk and technical support and I.T Consulting and strategic planning those are the core there are plenty of other companies that add things in and beef it up but at its core that is exactly what is offered now if you don't know what any of those are you definitely want to take a moment to subscribe to this channel because I'm going to be diving into how to make more money and what all those things are down the road but at its core that is what your service offering actually is so when a client sends you a check in this case I'll pretend that this is a check and sends it into you and it's a m.2 SSD right sends it in that's what they're getting that's what they're paying for in most cases the client is really worried about two things proactive monitoring making sure that things are getting backed up appropriately right all the other things do come into play but the second thing is and the reason why I'm mention these is because this is what the customer sees all of the time you're going to be doing all the other stuff but you still the customer still sees something and the second part is your it help desk a consumer can call in and say hey so-and-so company I am having computer issues my printer is not working my computer is running slow I'm sure we've all heard it by computers black I don't know what's going on is it plugged in it sounds crazy but that is really what the main group of services that an MSP actually goes and offers now you might not be offering one of those so you might want to start considering that now how does an MSP get paid right we're going to dive into my bullet number three here and that is usually a subscription model and the reason why I say subscription model and usually is because most people start an MSP when they're leaving the break fix world because they already have experience in fixing networks fixing computers working on computers installing these suckers whatever it may be and I just happen to have this on my desk that is how they're getting paid they're leaving that one time and going to a monthly because your monthly doing stuff you're running scripts you're cleaning out computers you're checking logs you're backing up you're making sure backups are successful that customer calls in they don't have to worry about this ongoing and ever-growing Bill you are taking care of that as part of your package or bundle and it's all put in there but you should be getting a paycheck every single month and in most cases you're probably going to want to offer a contract of at least 12 months you can go more if you want to shoot for the sky and go for three or five years more power to you but I have found that at least for new customers a 12-month contract is the best thing to do it's long enough that you can do a ton of stuff and work for them and still make some money but it's short enough that if they don't love what they're getting the customer can still leave you can't make any money on a three month or six month contract it's just too short you're going to be in the hole for more work than you'd actually be getting paid for but the subscription model is typically how msps get paid now in the beginning you might want to do a month to month that's up to you not my recommendation I'm a big fan of one year try to get them in if you build up the confidence to get to that point now the fourth thing is a proactive approach and I have to dive into this because a proactive approach is realistically what a IT company or MSP is really doing at its core yes it's going to do all those services that I mentioned but it's in a proactive manner not a reactive break fix is reactive something becomes broken you go through and fix it in the MSP world you're typically running scripts running an rmm remote managing and monitoring solution to see when hard drives need to be defragged when hard drives are full security breaches patches the whole nine but it's a proactive approach you're leveraging technology could be softwares could be outsourced software it could be internal software it's connectwise enabled the list goes on and on you can go through and leverage those softwares to get information to then go out and be proactive you can let business owners know weeks in advance that hey we have a computer that is dying we are literally watching the health of it and it is going down every single day we need to do something about it and that brings me to point number five which is going to be cost efficient and the reason why you're cost efficient is I'm going to give you a couple little scenarios scenario one person X is having an issue with their computer person X goes over to person Y and bothers person Y and says hey I'm having an issue with my computer person y gets up walks over to person X's computer and now you have two people trying to solve one problem on a computer that could have been resolved if they just picked up the phone or put in a service ticket online you're saving time in two areas most of the time now adding that in with productivity and being proactive you're starting to build a real case for why you are more productive and you are costing the company less money on top of that I already went through scripting seeing how all that stuff works you can then tell companies hey you have a computer dying and maybe that's employee X that's slowly dying's computer and maybe employee X makes fifty dollars an hour at a hundred thousand dollars a year Well if their computer just dies one day it might take a day or two days or three days for them to get a new computer and set up for that person that's three days of that person not working at 50 an hour you do the math it starts to add up pretty quickly a company can then say hey you know what we're just going to go through we're going to hire this MSP and they're going to be able to tell us when computers are dying now there's always the case of somebody drops I'm not going to drop my phone but somebody drops technology there's always the what ifs and you can't plan for that but what you can do is be proactive server's dying you can see Antiquated switches Antiquated firewalls whatever you choose you can go and see as an MSP leveraging technology but you are making it more cost efficient for the customer and helping show future I.T costs coming down the road now you also have to think about scaling which is going to bring me to number six scaling is huge a lot of times a company would consider an MSP because it's more expensive to hire somebody in-house but not only is it more expensive that person has to learn the entire network they never get a sick day but even worse where are they getting their training from they're constantly working the same environment they're never exposed to something other than what they deal with every single day it's just impossible for a company to hire somebody internally at least if it's only one person and say hey you're going to be the guy that or girl that takes care of all the technology but you also can't ever go away you can't leave the country you always have to be on the internet we'll pay for your internet packages and that person now has a ball and chain everywhere they go which kind of stinks as an MSP you can then grow as your clients are growing as they're adding more you just know hey I need to hire another employee and you already have all of the expertise all of the training and so many different environments that employees get super charged with technology knowledge as opposed to them working in-house so it removes the need for a company to hire internal staff and allows them to say hey we're going to hire an MSP and no matter how many new customers we get then MSP can handle it because we're going to grow and they'll grow too there's a relationship between businesses where an MSP gets paid based on the number of users or computers devices and that's how they can continuously scale and make money and grow now number seven I've already kind of dabbled in it is expertise and specialization when you have when a company hires an internal staff they're going to be very specialized in that environment but they're never going to know anything else God forbid something else goes terribly wrong and that's where an MSP comes into play so you have that ability to scale but also the expertise of all of those people being in the same environment all the time now they're not in the same environment as far as companies but they're in the same environment as far as the office where they can then say hey you know what look at my computer we're working on this we're cleaning up this we're doing a data migration we are doing an Outlook migration whatever it is you have to understand that the expertise that you're going to gain by hiring somebody internally as an MSP and the value that a CL a client gets by hiring an MSP because you're teaching all these people and you're getting them either certified just consistent training and you're dealing with vendors who provide specialized training the list goes on and on of benefits that's when you can start to specialize get way more knowledge than you would have ever planned to get and clients now feel really comfortable because you have a elite team of expertise ready at their disposal when they have a black screen and didn't realize that their computer isn't Plugged In which happens more often than you would probably ever guess and number nine which I think is probably the coolest part about it is you get to build some really cool client relations both as a technician which I once was and as a salesperson which I once was and as a business owner which I am that is the most rewarding thing I loved going into people's offices as a technician and talking to the business owners the employees what do they like what are they not like and using my ears and listening to see if there was other sales opportunities to see if there was other growth opportunities and just to learn about the business my knowledge exploded in the MSP World simply because I got to go in and see really high-end lawyers accountants some of the best real estate people in the industry and the list goes on and on and I got to go there and see what they're working on how they do it and it was just this eye-opening experience as my entire career of seeing what goes on how it goes on and getting the behind the scenes and seeing technology and how technology can help businesses grow and that that client relation that you're going to build as an MSP is worth its weight in gold it is the coolest experience in the world technicians love it sales people love it as a business owner and other business owners it is the coolest experience ever so there's not just the benefit of owning an MSP getting that monthly mrr monthly recurring Revenue but and that ARR annual reoccurring Revenue but it's this incredible experience of being in the MSP World leveraging technology helping these companies grow seeing and following their journey and you being involved in the technology every step of the way it is so much fun it is the coolest thing in the world but that is the basics of an MSP now if you think I missed something which I may have but this is my list and it's my video but I am always open to new ideas feedback things like that so leave a comment down below I'd be very curious to see if I missed something as far as the basics of an MSP business model but other than that that's everything that you need to know what you choose to do beyond that is totally up to you there are so many hidden benefits that I could never dive into because it's so much fun and the process is the coolest process ever you get to hang out some incredibly smart people you get to work on some incredibly cool technology and you're always on The Cutting Edge of what's new what's great who's doing what how do they do it and how does it work and how can you implement it for customers so I hope you guys found value in this video if you did hit that like button that subscribe button and that little notif I gotta get a little bell that little notification Bell I love you guys I'll see you guys later bye